IDSP Program Operations Coordinator, Customer Solutions Engineering

This is a fully remote position, open to applicants in Bulgaria, +1 more country.

📋 Description

• Maintain a thorough understanding of the IDSP Master Statement of Work and its active amendments.

• Oversee the tracking of Transaction Orders from their inception to signature, ensuring follow-up with the signatories.

• Manage the Transaction Order log by documenting status, effective dates, resources, and critical renewal or expiration milestones.

• Identify Transaction Orders that are nearing expiration or lack required signatures.

• Ensure accurate engagement records for IDSP in Rocket’s Professional Services Automation tool, Kantata SX.

• Reconcile Transaction Orders with their related PSA engagements.

• Monitor resource utilization and generate regular trend reports for leadership review.

• Facilitate accurate and prompt reporting on resource utilization to relevant internal stakeholders.

• Track compliance requirements associated with each assigned resource.

• Initiate the processes for compliance and renewals concerning resources.

• Uphold compliance records and provide management with clear status visibility.

• Act as the primary administrative contact for day-to-day operations of the IDSP program.

• Direct requests, inquiries, and issues to the appropriate Rocket personnel and ensure they are resolved.

• Maintain a solid understanding of IDSP services and contractual obligations.

• Assist the Sr. Manager, IDSP Project Delivery in preparing for program reviews.

• Keep open lines of communication with Customer Solutions Engineering PMO management.

• Deliver timely updates on Transaction Orders, compliance issues, and utilization trends.

⛳️ Requirements

• A Bachelor’s degree in business administration, operations, or a related field, or equivalent experience.

• 2-3 years of experience in contract administration, resource or staffing coordination, or business operations, preferably in a professional services or technology setting.

• Proficiency in Excel for data creation and tracking.

• Practical experience with a Professional Services Automation (PSA) platform; familiarity with Kantata SX is advantageous.

• Experience in tracking commercial documents through review and signature processes is a plus.

• Background in supporting a client- or partner-facing program, account, or contract is beneficial.

• Exceptional attention to detail and a commitment to maintaining data accuracy.

• Strong organizational abilities with the skill to manage multiple ongoing tracking and reporting cycles.

• Clear and professional written and verbal communication skills, including interactions with external partners.

• Sound judgment regarding issue resolution and escalation processes.

• Comfort in adhering to established processes and holding both internal teams and external partners accountable.

• Familiarity with resource utilization and billing structures under fixed-fee, named-resource, or time-and-materials engagement models is a plus.

• Basic understanding of contract administration concepts, such as statements of work, amendments, and purchase or transaction orders, is beneficial.

• Compliance with company information security responsibilities is required.

• Background and reference checks will be conducted as part of the hiring process.

🏝️ Benefits

• Equal opportunity employer.

• An inclusive workplace environment that emphasizes diversity, inclusion, and equity.

• Reasonable accommodations for individuals with physical and mental disabilities.

• Background and reference checks as part of the hiring procedure.

• Access to AI-powered tools and technologies designed to enhance efficiency, decision-making, and impact.

• Opportunities for continuous learning and responsible use of AI.